ServiceNow Program Manager

Overview of Providence:

Providence Global Centre recently launched in Hyderabad, India as Global Capability Centre for Providence looking to leverage the India talent to help meet our global vision and scale our Information Services and products to the world of Cloud.

Who are we looking for?

• Minimum 6 -8 years of experience working as Business Analyst/ BSA on any one of ITSM, ITOM, SPM, EA(APM) modules in ServiceNow
• Must have exposure to end to end ITOM(Discovery, Service Mapping, CSDM, Event Management) implementations and well versed with ITOM functionalities.
• Work with business and IT stakeholders to gather requirements.
• Familiar won ServiceNow upgrades, Platform performance.
• Analyze business problems to design and document solutions up front with technical and creative teams
• During requirements sessions, provide recommendations to streamline and optimize processes and align with the overall Catalog framework.
• Document full requirements, including form layout, fields, and workflows.
• Well versed with Agile deliverables of stories, epics, features etc.
• Expertise in managing product backlogs and reporting
• Partner with the ServiceNow Application Architect and development team to determine the best technical solution to address the requirements.
• Perform testing in pre-Prod environments to ensure that the documented requirements are met. Defines test cases and acceptance criteria.
• Keeps stakeholders informed on request status and timelines.
• Assist with the development and delivery of end user training.
• Perform business analyst activities related to the continued growth of the ServiceNow platform, including the deployment of additional modules and functionality.

What would your day look like?

• The ServiceNow business analyst will be responsible to partner with the ServiceNow lead developer and development team to transform the requirements into a viable solution.
• Establish and communicate the project mission and objectives to all stakeholders
• Significant experience working with ServiceNow applications
• Collaborate with other teams and pillars on ITSM, ITOM, EA and SPM modules
• Experience with development and implementation of ServiceNow ITSM modules - Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management or other ITSM application.
• Effective prioritization, negotiation skills and high energy
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills at all levels in the organization (from individual contributor to executive level).
• Strong interpersonal skills. Ability to build positive relationships with key stakeholders.
• Strong analytical and problem-solving skills
• Knowledge on agile methodology.